Call Center White Papers

Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor’s senior analyst specializing in contact center outsourcing will outline the changes in your market, explain which trends will have the biggest impact, and highlight who will benefit fromthe fast-paced developments in outsourced contact center services.

Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor’s senior analyst specializing in Contact Center Markets and Technologies will outline the changes in your market, explain which trends will have the biggest impact, and highlight who will benefit from the fast-paced developments in contact center technology.

Outbound interactive voice response (IVR) is the next generation outbound communication technology being adopted by enterprises today. As cost pressures rise in the uncertain economy and enterprises look to decrease call volumes, outbound IVR represents a tremendous area of growth over the next five years. This report will look at the tactical and strategic opportunities for vendors and enterprises in a down economy and focus on the applications being deployed for outbound solutions.

Contact center outsourcing vendors are suffering margin pressure and the economic downturn threatens volumes forcing them to find new revenue streams in adjacent business processes. At the same time, their clients are looking to save money by consolidating vendors. This theme aims to identify trends in BPO convergence, providing outsourcers with the knowledge they need to integrate front-office offerings with back-office processes.

This Executive Presentation provides the reader with a concise, in-depth and comprehensive view of Datamonitor's contact center market share analysis.

This paper discusses the customer attitudes towards call centers and ways to improve their experience and satisfaction.

Five9 is a market leader in hosted call center solutions, so any company looking to buy or upgrade their existing call center infrastructure from Avaya, Nortel, Aspect, Genesys or Cisco would do well to consider Five9 as a hosted alternative. This paper discusses benefits, advantages and issues associated with adopting at-home call center agents.

This paper from Yankee Group talks about drivers for adopting hosted call center solutions and compares TCO for hosted vs. premise-based call centers.

This paper discusses the reasons a company would choose a hosted call center model versus premise based, and provide insights into detailed TCO.

This white paper is a Five9 primer on basic call center terminology, capabilities, and issues. In addition, information is provided on call center challenges today and call center performance topics.

"This Beagle Research Group Executive White Paper examines the benefits and the new challenges placed on the call center by both advancing technology and entrepreneurship."